Smyths Toys Superstores Reviews 

I took a game back to exchange in hedge end store. They said their policy did not allow it although claimed the manager could override that. My boy cried becauee, the store manager would not overide it. My boy says todays a bad day. Now she has a bad review a complaint an unhappy customer that will never use Smyths store again. If your reading this review i urge you not to use Smyths Toy Store. Treat other as you expect to be treated. Treat others how they treat you.

Done a click and collect order. Stupidly I went to the store before I received a ready to collect email as I wasnt aware I d have to wait for that email. I picked up a game inshore to buy also. Had my finger inside the packaging carrying it. I went to the desk to show my email and as I did the checkout clerk yanked the game off my finger hurting it, I said ouch out loud as I wasnt expecting him to pull the game. He totally dismissed me looked at my phone amd said your order isn't ready you haven't got the email to say come get it. As he did a man came out from the back and said my surname and said he had I there ready. The man who hurt my finger said no she has to stand back and wait for the email. The "nice man" laughed and said why does she i have it ready. Next minute I got the email he agreed to give me the item I reserved. By god with him behind the desk it would turn me off ever going back. No acknowledgment for yanking my finger so hard and on a total power trip

I had an awful experience on 22nd May evening aroud 6:30 at the Romford Smyths Toys. I went to collect an online order and also purchased two additional items in-store. As I was leaving, a security guard stopped me to check my bag. The receipt only showed the two in-store items, as the third was my click-and-collect order. When I explained this, his attitude completely changed. He looked at me as if he had already concluded I was a thief, and rudely demanded to see my online receipt. I told him to verify the order at the customer service counter, but he aggressively insisted on seeing my phone.His demanding and disrespectful tone felt deeply rooted in racial bias. After a heated argument, he finally went to the counter, where staff confirmed the item was indeed a click-and-collect order. Even after verification, he refused to return my bag, continued to argue, and threatened me. I eventually had to pull my bag away from him while he tried to yank it back. This insane, reckless, and racist behavior is completely unacceptable. I demand a formal explanation and an investigation from store management, or I will take further action.

Website says 1-2 days delivery. Then after you pay they give you a delivery date 8 days away. No reply to form contact, no phone number to call. Then they send an email saying it's been sent AND delivered but DPD says they've never received the packet from Smyths. Still no word from Smyths. Will not be ordering from them again.

today was the first time i shopped here. Mainly for things for my visiting grandchild. Claire was very helpful in finding me what I needed and advising me as well. Not the most expensive bits but what will work for me.
The till personw as able to find me help in getting the stuff into the car. I thought I had stepped back in time! When stores did the right thing.

5 stars. Package arrived next day. Really happy with item and service.

Never ever buyin from there again. They sand me a paper toy and it was torn and i wanted to return it, took me 3 days and 2 speech with customer service to take a return label. After that i sended it and 2 weeks later i texted them thousand times and they dont return my money back. They are totally scammers.

Security at the Stockport branch was extremely rude to my 12 year old daughter when she was about to enter the store when the store was soon closing. My daughter at first didn’t understand what he said and when she asked him again he asked her if she was deaf. I am sorry but that is no way to speak to anyone. When he saw me (Mother) coming in, however, he let us in.

Usually all good for their click on collect.
Just very disapointed that we cannot change our email address on the website (in 2026 for a big company like that?). The only way is to delete your account, lost all your purchased data, and create a new one. Never seen that before, you should get a new webmaster.

No help from Customer Service, no escalation, not feedback will be provided to their staff.

Today we visited your Milton Keynes store, and seeked assistance from Caine, he is absolutely fantastic, he is the main reason we have given you 5 stars, he is super helpful and friendly. Thank you so much, we will be returning.

I would like to say a big thank you to Aron at Epping Forest Smyths. He provided absolutely amazing customer service and was extremely helpful from start to finish. He was polite, friendly, patient, and made the whole experience very easy and enjoyable.

Aron went above and beyond to help us and showed real professionalism and kindness. Staff like him make a huge difference and are a credit to the store. It’s rare to receive such outstanding service these days, and I really appreciate all his help.

Thank you again Aron for your excellent customer service!

I went into the Peterborough store to collect an item. I had my older with me, asked a girl at the till where I collect items from and she replied with a very blunt tone "there where it says collection" I had a giggle because I obviously just didn't look up but the tone wasn't great. I then collected my item, a decent size box that was impossible to carry out and also carry a toddler, my toddler wasn't following me and I had to pick him up and I was watched, by many staff struggling to get this box out with my kid. Not one offer of help at all. Even at the till where it looked like it could be a challenge I wasn't asked if I needed help. To me, this is basic customer service, even in a cafe if you have your hands full you'd be offered help with your try. I will try and avoid this store as much as I can from now on, not that my input will make a difference but it shouldn't matter!

Shocking customer service . Order placed and instantly realised it had defaulted to delivery and the address was incorrect. I thought it should be a simple process to cancel or amend the order but apparently not!! Customer service no help at all just basically bad luck you have lost your money!! UK287836829
I will be contacting trading standards

Update from my original post. New air hockey table was delivered after returning the original one and I had the exact same issue. Box all damaged due to it only being sent in original packaging and one of the legs missing, the delivery driver said the packaging they sent it out in was ridiculous and he would see me in a couple of days for collection. Smyths where of no help whatsoever, not even an apology just an email to confirm collection ! Leaving me no time to replace my grandsons birthday present in time for his big day. Customer service is sadly lacking the human touch !

Shocking Home Delivery - 3 out of 4 items were delivered. The package was damaged on both sides when it arrived, I also found the packaging to be poorly wrapped considering it should have contained two books. I definitely won't order online again! I ordered the missing item from Amazon.

I purchased a toy remote control crane for cash 5 months ago and the wheels recently stopped working. I popped in to see if they could anything, not expecting they could as I didn’t have a receipt. Without question they offered me a replacement. Excellent service and makes me want to go back!

Nup nup highchair.
States its suitable from birth yes it lays back which is great however the straps are so loose the baby keeps sliding to the side, my sons nearly 5 months and I still have to put a rolled up blanket at the bottom where his legs separate. Absolutely ridiculous.

Stockport store never answers their telephone! So irritating, how are customers supposed to reach you for queries??
Ridiculous

Went on May 3rd looking for a Star Wars Lego offer. So busy. Found one purely by chance as we were leaving. I'd suggest having all the Lego in the Lego aisle rather that on a high shelf by the door!
Anyway great service from Jake and his colleague. Even got a free hat!! Super happy with that - thank you for not just handing them out to kids. Made my day - who doesn't want Grogu ears!!!

Bought 4 items online only 3 turned up! Contacted customer services and was told they use told of the range systems and the item wouldn't of been missing! Now every avenue I go down they just keep saying they won't redress the issue and sorry for any disappointment! Yeah my sons birthday present isn't in the box! Over £50 for an item I haven't received! Will be avoiding smyths toys from now on!